Wiki source code of Support Response SLA's
Last modified by Sean Hetherington on 2021/09/10 22:40
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1.1 | 1 | {{excerpt atlassian-macro-output-type="BLOCK"}} |
| 2 | While iSymphony attempts to respond to all issues in a timely manner, critical issues i.e. issues that hurt our customers' production applications (Level 1, Level 2) do take priority. "Production" is defined as an instance of iSymphony software actively used by the customer's business. | ||
| 3 | |||
| 4 | |=((( | ||
| 5 | Level of Severity | ||
| 6 | )))|=((( | ||
| 7 | Description of Severity | ||
| 8 | )))|=(% colspan="1" %)(% colspan="1" %) | ||
| 9 | ((( | ||
| 10 | Response SLA | ||
| 11 | )))|=(% colspan="1" %)(% colspan="1" %) | ||
| 12 | ((( | ||
| 13 | Standard Support | ||
| 14 | ))) | ||
| 15 | |((( | ||
| 16 | Level 1 | ||
| 17 | [[image:url:https://confluence.atlassian.com/download/attachments/277250944/level1.png?version=1&modificationDate=1329094065780&api=v2]] | ||
| 18 | )))|((( | ||
| 19 | Production application down or major malfunction resulting in majority of users unable to perform their normal functions. | ||
| 20 | )))|(% colspan="1" %)(% colspan="1" %) | ||
| 21 | ((( | ||
| 22 | 1 hour | ||
| 23 | )))|(% rowspan="4" %)(% rowspan="4" %) | ||
| 24 | ((( | ||
| 25 | |||
| 26 | |||
| 27 | |||
| 28 | |||
| 29 | |||
| 30 | |||
| 31 | (% style="text-align: center;" %) | ||
| 32 | 8 x 5 | ||
| 33 | ))) | ||
| 34 | |((( | ||
| 35 | Level 2 | ||
| 36 | [[image:url:https://confluence.atlassian.com/download/attachments/277250944/level2.png?version=1&modificationDate=1329094065827&api=v2]] | ||
| 37 | )))|((( | ||
| 38 | Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. | ||
| 39 | )))|(% colspan="1" %)(% colspan="1" %) | ||
| 40 | ((( | ||
| 41 | 4 hours | ||
| 42 | ))) | ||
| 43 | |((( | ||
| 44 | Level 3 | ||
| 45 | [[image:url:https://confluence.atlassian.com/download/attachments/277250944/level3.png?version=1&modificationDate=1329094065843&api=v2]] | ||
| 46 | )))|((( | ||
| 47 | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. | ||
| 48 | )))|(% colspan="1" %)(% colspan="1" %) | ||
| 49 | ((( | ||
| 50 | 8 hours | ||
| 51 | ))) | ||
| 52 | |((( | ||
| 53 | Level 4 | ||
| 54 | [[image:url:https://confluence.atlassian.com/download/attachments/277250944/level4.png?version=1&modificationDate=1329094065860&api=v2]] | ||
| 55 | )))|((( | ||
| 56 | Minor loss of application functionality or product feature question. | ||
| 57 | )))|(% colspan="1" %)(% colspan="1" %) | ||
| 58 | ((( | ||
| 59 | 24 hours | ||
| 60 | ))) | ||
| 61 | {{/excerpt}} |